Reporting to the Senior Manager of Member Services, the Senior Workforce Planning Analyst plays a critical role in ensuring the proper operation of the call center daily. You are managing workforce activities such as staff scheduling, real-time monitoring of call traffic, and performance reports to ensure efficient call center coverage. By analyzing call patterns and workload demands, you will ensure that staffing levels are optimized to maintain regulatory service levels and support the team in delivering high-quality customer service.

Please note that while SFHP supports a hybrid work environment, you are required to be onsite and in-office a minimum of 4 days per month. This is a hybrid position, based in our Downtown San Francisco office.

Salary: $78,000 to $94,000 annual

WHAT YOU WILL DO:

• Monitor the Automatic Calls Distribution (ACD) system, phone traffic, and ACD marquees. Provide immediate responses to unexpected increases in call volume to reduce the impact to Customer Service phone metrics.
• Provide ongoing operational analysis of the Customer Service department’s performance to improve the level of quality and efficiency of the department.
• Produce and maintain the daily scheduling including scheduled and unscheduled time off of the call center staff.
• Manage the shift creation and shift bidding process of the call center staff.
• Partner with the Customer Service management team to implement staffing resource management plans to maximize service levels.
• Provide information and recommendations for strategic planning of call center staffing that supports the growth of the department to serve existing and newly founded lines of business.

WHAT YOU WILL BRING:

• Bachelor’s degree in business, public health, or other related areas; or equivalent work experience.
• 2+ years of experience in Workforce Management
• Five years customer service experience in Call/Contact Center environment with extended hours of operations
• Experience with call center and customer service metrics; ability to interpret WFM data to assist with forecasting staffing needs
• Experience in automatic call distribution systems, staff schedule creation, and shift bidding processes
• Familiarity with Genesys operating system or similar

WHAT WE OFFER:

• Health Benefits
  • Medical: You’ll have a choice of medical plans, including options from Kaiser and Blue Shield of California, heavily subsidized by SFHP.
  • Dental: You’ll have a choice of a basic dental plan or an enhanced dental plan which includes orthodontic coverage.
  • Vision: Employee vision care coverage is available through Vision Service Plan (VSP).
• Retirement – Employer-matched CalPERS Pension and 401(a) plans, 457 Plan.
• Time off – 23 days of Paid Time Off (PTO) and 13 paid holidays.
• Professional development: Opportunities for tuition reimbursement, professional license/membership.

ABOUT SFHP:

Established in 1997, San Francisco Health Plan (SFHP) is an award-winning, managed care health plan whose mission is to provide affordable health care coverage to the underserved low and moderate-income residents in San Francisco County. SFHP is chosen by eight out of every ten San Francisco Medi-Cal managed care enrollees and its 175,000+ members have access to a full spectrum of medical services including preventive care, specialty care, hospitalization, prescription drugs, and family planning services.

San Francisco Health Plan is proud to be an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals and in which our people processes are applied without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristics.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

San Francisco Health Plan is an E-Verify participating employer.

Hiring priority will be given to candidates residing in the San Francisco Bay Area and California.

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